Hong kong, china hkc001 1366731132


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Hong kong, china hkc001 1366731132

  1. 1. Speed of Internet Broadband Access - How can it be more transparent to consumers? APEC TEL 47, Bali, Indonesia 24 April 2013 Office of the Communications Authority Hong Kong, China 1
  2. 2. Broadband Services Market in HK • Fixed Broadband Services    191 internet service providers (ISP) licensed as at March 2013 87% of households have choice of at least two access networks Five active/major fixed network operators providing fixed broadband services with xDSL, HFC, FTTB/FTTH technologies; and  access speed ranging from 1.5 Mbps to 1 Gbps  • Mobile Broadband Services  Five mobile network operators licensed to operate 15 networks at different frequency bands with GSM/EDGE, CDMA, UMTS/HSDPA and LTE technologies; and  access speed up to 80 Mbps  2
  3. 3. Gaps in Broadband Services... • Consumer wants operators to provide –     Fair deal Reliable service at the “speed” claimed by operators More choices on service plans Good customer service (e.g. easy access of hotline) • Operator wants consumers to understand –    The performance of broadband services could be affected by many factors The correct interpretation of broadband “speed” Eye-catching wording /advertisement is just for drawing attention 3
  4. 4. Our Policy • Maximizing the transparency to consumers     Disclosing the information regarding the availability of optical fibre-base networks Encouraging operators to publish their performance pledges Enhancing the transparency of service information Providing customers with tools to check the performance of service providers • Prohibiting misleading or deceptive practices   Section 7M of the Telecommunications Ordinance 5 cases established in 2012 with financial penalty ranging from HK$50,000 to 300,000 4
  5. 5. Our Approach Transparency on Network Infrastructure • Introduced the registration scheme for buildings with optical fibre-based access in 2010 • Enable consumers to have information about the choice of optical fibre-based networks Transparency on Services Information • Introduced the publication of performance pledges by network operators in 2008 • Introduced Fair Usage Policy Guidelines in 2012 • Enable consumers to make better-informed choices Transparency on Actual Performance • Introduced speed test tools in 2010 • Enable consumers to check the actual performance of broadband services easily 5
  6. 6. Buildings Registration Scheme - Objectives • Provide the public with information about the coverage of optical fibre networks   Enhance the transparency of optical fibre network rollout Promote further adoption of broadband services • Help consumers make better-informed choice of broadband operators • Encourage investment in broadband networks  Promote a wider coverage and a faster rollout of optical fibre networks 6
  7. 7. Buildings Registration Scheme • Five major fixed broadband network operators have joined the scheme • Buildings are classified into either Fibre-To-The-Home (FTTH) or Fibre-To-The-Building (FTTB) • The registered buildings are entitled to use the relevant label to show their building class • A web-based map is developed for consumers to check the building class and the coverage of operators easily 7
  8. 8. Buildings Registration Scheme Fibre-to-the-Building (FTTB) Local Exchange of Network Fibre-to-the-Home (FTTH) Local Exchange of Network Optical fibre Physical medium other than optical fibre 8
  9. 9. Buildings Registration Scheme http://app1.ofca.gov.hk/apps/ubs/map.asp 9
  10. 10. Performance Pledges by Operators - Objectives • Help consumers make better-informed choice of broadband service providers   Enhance transparency of the performance of service providers Increase customer satisfaction • Encourage competition among broadband service providers  Beauty contest - pressure on service providers to improve their service quality and reliability 10
  11. 11. Performance Pledges by Operators • Five major fixed broadband providers have published their pledged performance since 2008 • All five mobile network operators have also published their pledged performance from 2010 • The performance pledges cover     Network reliability; Service restoration time; Technical performance; and Customer hotline performance and complaint handling. • Publication of the actual performance against their published pledges quarterly 11
  12. 12. Publication of Performance Pledges http://www.ofca.gov.hk/en/consumer_focus/fixed_telecom/performance_pledges/index.html 12
  13. 13. • Performance pledges published by a FNO • Performance pledges published by a MNO 13
  14. 14. Fair Usage Policy Guidelines - Objectives • Enhance the transparency of service information to facilitate better informed consumer choices   Enhance the transparency of FUP and the relevant terms and conditions Reduce the unnecessary disputes regarding the “unlimited” usage plans • Provide guidance to broadband service providers on how they may implement FUP  Ensure a uniform application of FUP 14
  15. 15. Fair Usage Policy Guidelines • After 3 rounds of consultation, the Guidelines were issued on 9 November 2011 • Mandatory guidelines for both fixed and mobile broadband services providers • All service providers have to conform to the Guidelines for all their sales and promotional activities and all their service contracts established after 13 February 2012 15
  16. 16. Fair Usage Policy Guidelines Principle 1 – Application of FUP Principle 2 – Transparency of FUP for local data services Principle 3 – Potential customers duly informed at the point of sales Principle 4 – Restrictive measures must be reasonable and proportionate Principle 5 – Service providers to give sufficient notice to customers before varying unilaterally the salient terms specified in the FUP Principle 6 – FUP shall not be intermixed with provisions not related to fair use Principle 7 – Service providers to provide advance notice to customers with excessive usage before triggering FUP 16
  17. 17. Speed Test Tools for Consumers - Objectives • Consumers can easily check the speed of their broadband services   Enhance transparency of broadband speed provided by broadband operators Check whether the performance of operators meet the service pledges • Encourage competition among broadband service providers  Driving force on service providers to maintain their service quality and network reliability 17
  18. 18. Speed Test Tools for Consumers • Speed Test Website for fixed broadband   Two test options optimized for different broadband speed: below 100 Mbps and 100 – 300 Mbps measure download speed, upload speed, network latency, packet loss and jitter • Speed Test Mobile App for mobile broadband   support iOS and Android platforms measure download speed, upload speed and network latency 18
  19. 19. Network Configuration Speed test servers (Red Hat Enterprise Linux 5 with Apache) http://speedtest.ofca.gov.hk Monitoring and management reporting platforms Fixed broadband users Internet mobile broadband users HKIX* Internet Operations * HKIX is the hub for intra-Hong Kong Internet traffic and it connects to all major fixed and mobile Internet service providers with high capacity broadband circuits 19
  20. 20. Speed Test Website http://speedtest.ofca.gov.hk/index.html 20
  21. 21. Speed Test Website - Test Result 21
  22. 22. Speed Test Mobile App iOS Android 22
  23. 23. Speed Test Mobile App - Test iOS Android 23
  24. 24. Speed Test Mobile App – Test Result Test Results Individual Test Result 24
  25. 25. Thank You! CA’s website: www.coms-auth.hk OFCA’s website : www.ofca.gov.hk 25